Moments of Truth: Call Taxi Service

Topics: Expected value, English-language films, The Driver Pages: 6 (821 words) Published: October 13, 2013

Services management Course
Assignment on Moments of Truth
Service identified: Call Taxi service

DissatisfiedSatisfiedDelight

Our team decided to perform the MOT assignment by going through the service of a call taxi service provider , and in the process identify key moments of truth , map our expectations against actual perceptions.

During the process there were moments of satisfaction , where the actuals met the expectations. These events are coded in green.

There were moments where the actuals were below the expectations , which is a moment of dis-satisfaction. These events are coded in Red

There were momenst where the actuals exceeded the expectations , these were moments of delight , these events were coded in Golden colour.

The moments of truth captured from the sequence of events defined in the table Sno
Who
Process Step
Classification
Expectation
Actual Perception
Code
1
Team
Calling 044-24732020
Moment of Truth
Prompt in Attending Call
Prompt in Attending Call
:)
2
Call office
Call attended , Greeted
Moment of Truth
Collection of Necessary information & Courteous
Collection of Necessary information & Courteous
:)
18
Back Office
Booking number allotted and SMS recd , with reporting time as 6:45 pm Moment of Truth
Acknowledgement
Acknowledgement
:)
19
Back Office
at 6.45 pm got SMS on Driver number
Moment of Truth
Confirmation
confirmation
:)
23
Team
It took a while to identify the taxi as it was a regular innova car Moment of Truth
Taxi Identification
No Special Visual Identification
:(
25
Driver
Driver reported at 7:10 pm and was not apologetic
Moment of Truth
Punctual Reporting
Delayed reporting , and no apology
:(
26
Driver
Driver was in a civilian dress
Moment of Truth
Driver presentation In Uniform
In Civlian Dress
:(
27
Driver
Driver came out of the car and opened the doors
Moment of Truth
courteous reception
courteous reception
:)
28
Driver
The car was warm , as the driver did not use AC
Moment of Truth
Prepared to our requirement
Not prepared to our requirement
:(
31
Driver
The car interiors and cleanliness was good
Moment of Truth
Good Cleanliness
Good Cleanliness
:)
32
Driver
The drive zeroed the meter and showed us
Moment of Truth
Meter Reset acknowledgement
Meter Reset acknowledgement
:)
34
Driver
he started driving , and the driving was smooth
Moment of Truth
Smoothe driving
Smoothe driving
:))  ** Delight
40
Driver
After reaching the point the meter showed Rs 366. **The Rate was fairly reasonable Moment of Truth
Meter Reading and bill amount
Meter Reading and bill amount
:))  ** Delight
41
Team
we did not have change , and had Rs 500 note , Asked whether we pay by card… Moment of Truth
Flexibility in payment mode
Not flexible only cash accepted , and driver did not possess any change :(
42
Driver
he said he does not have facility
Moment of Truth
courteous reply to query
courteous reply to query
:)
45
Driver
The driver did not give any receipt
Moment of Truth
Cash Receipt
No Cash Receipt
:(
47
Driver
we got an SMS on the call closed
Moment of Truth
Call closure Acknowledgement
Call closure Acknowledgement
:)
48
Back Office
We Were not asked for any feedback
Moment of Truth
Feedback on service
Not asked for any Feedback on service
:(

List of Moments of Truth

Moments of Truth that had major impact on us

Negative Impact (Dissatisfier)
The moment of Truth , which is punctual reporting had the major impact on us. Te vehicle reported late , ie . reported at 7:10 pm against a committed 6:45pm . In our case it was only a booking for a study purpose , but in general there may be bookings under various circumstances , hence this was a major moment of truth which had a negative impact.

Moment of Delight
The moment of truth , smooth driving , which is a basic requirement for these type of...
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